Securing a five-star rating from the House Building Federation (HBF) is a prestigious accolade and is a reflection of the hard work, dedication and commitment that we bring to every aspect of the business. We have worked tirelessly over the past six decades to deliver homes and communities that serve a purpose and create lasting value.
However, it is not only about delivering satisfaction to customers at the very end of the cycle but ensuring that, at every stage of the housebuilding process, we instil an exceptional focus on quality which contributes to our customers’ satisfaction.
People are at the heart of what we do, and from the day we draw up our plans, to launching our sales and marketing campaigns, we work collaboratively to share learnings and exchange ideas ultimately to ensure the customer experience meets expectations and is consistently seamless, flexible and hassle free. Most importantly, we are evolving too. We are constantly exploring ways to address key issues that matter to us all, including how we reduce the environmental impact of housebuilding and ensuring we bring maximum social and economic value to our communities.
And this evolution applies to the way we have adapted our approach to the customer journey in response to the current pandemic we all face. As the health and safety of our employees and our customers is our top priority, we have implemented new means of technology to assist customers during this challenging time. We are offering tailored virtual viewings and providing additional high-quality photography to help customers continue their new home buying process. We are also working with our partners to ensure the process is as flexible as possible and free from additional stress during these uncertain times. Most importantly, our customer journey does not end once we have handed over the keys. We have dedicated customer services teams in place to handle enquiries on a daily basis once our residents move in to address any immediate enquiries.
This is why the 5* rating is a key steppingstone in our journey. We will not be resting on our laurels and hiding behind this recognition but ensuring that we continue to have honest and transparent conversations with our partners, with the community and our customers, delivering best-in-class service befitting of places people love.